Financial Authority Partner Profile

Bangko Sentral ng Pilipinas

The Bangko Sentral ng Pilipinas (BSP) was the first financial authority to partner with R2A. BSP has requested the development of an Application Programming Interface (API), and back office reporting and visualization application (the Project) to:

  • Allow financial institutions to submit data digitally and automatically to the financial authority.
  • Increase the volume, granularity, and frequency – and improve the quality – of data submitted to the central bank.
  • Enable BSP staff to improve data validation and analysis, and generate customized reports for supervisory and policy development purposes.

By improving data quality and access, and developing new tools for data visualization and analysis, R2A will help BSP implement a risk-based supervisory approach that reduces compliance costs and promotes financial inclusion while ensuring financial stability and integrity. Moreover, BSP will be able to capture crisper insights on the Philippine financial sector that will be used to develop policies such as the financial inclusion strategy.

BSP has also requested the development of a chatbot prototype and processing utility solution (i.e., a dashboard with administrative and reporting capabilities, integration with existing complaints process, etc.) for customer complaints. The chatbot solution will enable:

  • Financial consumers to file complaints through their mobile handsets via either an app or SMS, thereby creating new channels for them to correspond with BSP.
  • BSP to (a) address queries and complaints through the chatbot; (b) manage the structure and flow of automated conversations based on expertise and historical data; and (c) use data and insights gathered through the chatbot for oversight and policy development purposes.
  • Reduce employee workload and response time by delegating mundane and routine tasks (e.g. directing non-BSP complaints to the right institution) to chatbots, saving human labor for more complex or nuanced tasks.

By improving data quality and access and developing new tools for data visualization and analysis, the prototype will support BSP’s efforts to provide all Philippine financial consumers with effective access to a complaint system.

About BSP


The Bangko Sentral ng Pilipinas (BSP) is the central bank of the Philippines. It was established on July 3, 1993, pursuant to the New Central Bank Act of 1993.

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Project Sponsor


Nestor A. Espenilla, Jr.

Former Governor of the Bangko Sental ng Pilipinas (BSP)

As the Governor, Mr. Espenilla, Jr. headed BSP and chaired the Monetary Board and the Anti-Money Laundering Council. He also represented the Philippines as its Governor in the International Monetary Fund and as Alternative Governor of both the World Bank and the Asian Development Bank.

Mr. Espenilla, Jr. was with BSP since 1981 and worked in Economic Research, International Operations, and in the Office of the Governor. He was seconded to the IMF in 1990 - 1992.

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Project Lead

Pia Bernadette Roman-Tayag

Director, Inclusive Finance Advocacy, and Co-Head, Financial Consumer Protection Department

As head of the Bangko Sentral ng Pilipinas’ Inclusive Finance Advocacy Staff, Pia Roman-Tayag is involved in all of the bank’s financial inclusion work, particularly in the areas of policy and regulation, capacity building, advocacy, and relationship building.

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